Complaints Code of Practice

Effective 23 May 2026.

Silux Telecom Ltd is a UK communications provider. We aim to give every customer excellent service, but if something goes wrong we want to put it right quickly and fairly. This Code of Practice, published in line with Ofcom’s General Conditions, explains how to complain and how we will handle it.

1. How to make a complaint

You can contact us in any of the following ways. Please tell us your account or company name and a contact number or email so we can respond.

If you need this Code of Practice in an alternative format (large print, Braille, audio), or you need help making a complaint because of a disability, tell us and we will accommodate you free of charge.

2. How we handle complaints

  • We acknowledge every complaint within one working day.
  • We aim to resolve complaints within 10 working days. Complex cases may take longer; if so, we will keep you updated at least every 10 working days.
  • Each complaint is given a reference number so you can track its progress.
  • We will tell you the outcome and, where something went wrong, what we are doing to fix it.

3. If you are not satisfied — internal escalation

If you are unhappy with the response, ask for your complaint to be escalated to a manager. We will carry out a senior review and issue a final response. If we cannot agree, we will send you a written “deadlock” letter confirming that our internal process is exhausted.

4. Alternative Dispute Resolution (ADR)

If your complaint is not resolved to your satisfaction within eight (8) weeks, or you receive a deadlock letter, and you are a residential customer or a small business (10 or fewer employees), you can refer the dispute free of charge to our Ofcom-approved ADR scheme. ADR is independent of Silux Telecom Ltd and its decision is binding on us.

Our ADR scheme is Ombudsman Services: Communications:

  • Web: ombudsman-services.org
  • Phone: 0330 440 1614
  • Post: Ombudsman Services: Communications, P.O. Box 730, Warrington, WA4 6WU

5. Regulator

We are regulated by Ofcom. Ofcom does not handle individual complaints but uses complaint data to inform its work: ofcom.org.uk.

6. Billing and service-credit disputes

Where a complaint concerns billing, we will not suspend services for the disputed amount while the complaint is being investigated, provided undisputed charges are paid. Eligible service-credit claims are set out in our Service Level Agreement; refunds are governed by our Refund & Cancellation Policy.

7. Related documents

Terms & Conditions · Service Level Agreement · Refund & Cancellation Policy · Privacy Policy

Silux Telecom Ltd is a company registered in England & Wales. UK GDPR / Data Protection Act 2018 controller: Silux Telecom Ltd. ICO registration: pending.